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Primary function of this new role is for customers to have one point of contact for all their needs going forward and ensure customer satisfaction at all times. Each co-ordinator will be responsible for a designated region covering all aspects of Customer Service.

Nature and scope (including impact of decision-making):

The role will require the ability to deal across functions, from workshop floor personnel, Field Service Engineers through to, and including, Senior Managers, decision makers and main board directors within customer organisations and our own international organisation.

Co-ordinating the entire process from point of order through to delivery in line with customer’s delivery requirements, including liaising with procurement manager, workshop personnel and transport department and providing accurate and regular feedback to customers on the progress of their order.

Completing all administrative duties and support Sales team with all administrative requirements to ensure smooth running of all accounts. Assisting the team to improve their productivity and focus.

Ensure customer contact strategy is followed and maintained includes regular annual contact with customer following delivery.

To effectively and efficiently answer service and break down requests from customers, considering at all times the SLA agreements in place. To allocate service / breakdown workload to the external engineers in an efficient and timely manner, considering locations and engineer travel time. Identify to Line Manager, items that are likely to cause an overload of work and plan accordingly.

Process of service contracts in conjunction with orders.

Ensure that estimates are turned around in a timely manner and chased with customers, actively seeking chargeable opportunities and ensuring their timely completion with engineers to achieve monthly financial targets.

To manage the lifecycle of service contracts on a monthly basis, work with customers to advise when current contracts are expiring and ultimately encourage them to renew. Actively promoting contracts to customers who do not currently have them.

To accurately process completed work through to invoice on a daily basis, and handle any customer queries relating to this invoicing in a timely manner with particular emphasis on revenue targets.

Be actively involved in any special projects concerning the sale and promotion of parts and consumables.

Create SAP reports as necessary for designated area. Forecasting revenue numbers across all revenue streams on a weekly basis.

Manage the entire process from point of order through to delivery including liaising with procurement supervisor. Maintain communication with customer providing updates on extended lead times and parts delivery.

Day to day management of outstanding orders and back orders, ensure customer is up to date with progress of their order.

Escalation of issues effecting fulfillment of orders to Line Manager.

Provide customers with official quotations and follow up all opportunities in a timely manner.

To deal promptly with any customer complaints or problems escalating where required.

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(Minimum requirements to be able to perform the job effectively/successfully)Desirable/Advantageous